FAQ

How do I sign up for the Unreal Fur newsletter?Find our newsletter sign up at the bottom of each page!

What happens if I cannot find my 15% Off Voucher:Please check your junk mail/ spam folders. It is an automated email so it can sometimes end up as junk.

Next, ensure you have correctly typed your email address.

I have seen a product but it no longer seems to be in stock, can I order it in or how can I find out if it is coming back in stock?Some of our most popular products can run out very quickly, which is why we encourage you to be quick and get in before everyone else! Alternatively, use our search by category function to see if there is a similar style you might like to purchase instead.

If all else fails, please email info@unrealfur.com.au and we will check if there is an unaccounted for garment that we can ship you.

Has my order been shipped out yet? Where do you ship from?To track your order please contact us at info@unrealfur.com.au or via the livechat button on our website.Please note we ship from our warehouse in Wayne, NJ

What is your standard delivery service?DHL (International).We also use Couriers Please for metro areas across Melbourne & Sydney.All orders which are located in a PO Box & Parcel Locker will be shipped via Australia Post.

What is your returns policy?We will exchange or refund your goods within 7 days of delivery. Please note goods need to be in an unworn, unused and originally packed condition.

Please email info@unrealfur.com.au and our customer service team will advise if we are able to return or exchange your goods.

DURING FLASH SALE OFFERS, END OF SEASON SALES, BOXING DAY SALES OR ANY OTHER FLASH SALE PROMO, WE WILL NOT OFFER REFUNDS FOR CHANGE OF MIND. PLEASE READ OUR T&C's CAREFULLY PRIOR TO PURCHASE. SALES ARE FINAL ON SALE ITEMS AND WILL NOT BE REFUNDED. AN EXCHANGE OR CREDIT NOTE MAY BE OFFERED.

How do I return an item to Unreal Fur?You can return an item to Unreal Fur using any postal service. Although you must obtain our approval before sending to us.Please return to:Attn: Steven Han20 Continental Drive, Wayne NJ 07470

Please note it is very important that when you return an item we know the order number it relates to, your details and whether you want a refund or an exchange.It can take up to 7 days for us to receive your return if sent within Australia, depending on which postal service you use. Once we receive the goods we will inspect and process them within 24 hours.Any refund will automatically be issued to the card used to make the original purchase and we will let you know via email.

Please ensure the goods are sent back in their original packaging with all tags attached. Please note all shipping charges for returns and exchanges are non-refundable. All garments are to be returned at the customer’s expense

How do I know if you’ve received my returned goods?We will email you and let you know as soon as our warehouse has processed your returned goods.If you do not receive an email from us within 10 days of posting your parcel back to us, please email us at info@unrealfur.com.auWe will get back to you as soon as possible. Please note your tracking number so we can assist to track your parcel if necessary.

What can I do if something is wrong with my order?If something is wrong with your order, whether it be the wrong item or something is missing please email us at info@unrealfur.com.au. Please contact us as soon as possible as orders are usually dispatched on the same day, once it leaves our warehouse we are unable to assist.

How do I make a purchase?It’s easy!Simply choose your product you wish to purchase, click on “Add to Cart”. You can add as many items as you want, just keep browsing and adding! When you’re ready to purchase, simply click on “Checkout” to complete your order.

I’ve forgotten my password, what should I do?Please follow the “Forgotten Password” instructions on the Member’s Sign Up page. For security reasons we cannot send your current password to your email address.

How do I know what size to choose?All sizes can vary style to style due to the fur length and garment structure. On our product page we have listed product details to help guide you as to the garment dimensions. Unsure whether to choose Small, Medium or Large? Click on our size guide on the product page and we’ll help point you in the right direction. Remember – furs aren’t fitted garments so most of our customers can fit more than one size (handy if your chosen size is sold out)!

How do I know if an item is in stock?All items are in stock unless SOLD OUT is displayed. If a certain size is out of stock, we will note this next to the size.

Whats the best way to Care for my Fur?See our 'Care for your fur" page linked at the bottom of each page.

Is it safe to use my credit card online at Unreal Fur?Protecting your personal information and credit card details is top priority for Unreal Fur. We use SSL technology to protect the security of your online order information.All credit card payments are processed securely through a Payment Gateway. Payment by credit card is the fastest way to receive your order as there is not clearance delay. We do not store any credit card information on our servers.For more information on our terms and conditions click here

What countries does Unreal Fur ship to?Unreal Fur now ships worldwide! To inquire about a specific destination or delivery time, please contact info@unrealfur.com.au

Does Unreal Fur deliver to PO Box addresses?Yes within Australia. Please note we do not deliver to PO Boxes outside of Australia. All orders which are shipped to PO Boxes or Postal Lockers are shipped via Australia Post.

Does Unreal fur deliver to freight forwarders?Yes.

How much duties and taxes will I have to pay?None in Australia. For international purchases local tax and charges may apply. Please contact your Customs department for more information before you place your order.

Does Unreal Fur ship to multiple addresses?Unfortunately you can only ship to one address per order.

Do you offer same day delivery?Unfortunately not. We express post DHL Couriers, but please allow 2-8 working days for your parcel to arrive as our warehouse has to process and dispatch your order.

Do I need to sign for my order? What happens if I am not home to sign for it?Yes someone will need to be present to collect your order. If no one is available to collect your order a calling card will be left at the door or in the letterbox with pick up details from the local post office.

Can I change my shipping address after my order has been dispatched?Unfortunately we cannot redirect your order. Please ensure you provide a suitable shipping address.

Can I add items to an existing order?Unfortunately once you have placed your order it cannot be amended and combined with another order.

How will I know you have received my order and when will the payment be deducted?After you have placed your order we will send you an email confirmation. Your card will be debited at time of purchase.

Where is my order?We undertake to dispatch your order the same day if the order is placed before 12:00 noon local time. Deliveries will be made to most addresses by 5:00pm the following day provided they are within the delivery network. Orders placed online after 12:00 noon will be dispatched on the next available delivery day. Estimated delivery times are to be used as a guide only, please allow 2-8 working days for your order to be processed and delivered. Unreal Fur is not responsible for any delays caused by destination customs clearance processes.

Is my personal information kept private?It is a top priority for us to keep your personal information private and confidential. Please rest assured that we will not use your personal information for any purposes other than those outlined in our privacy policy.

What are cookies?A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and previous purchases. You do not need to worry about cookies, they are designed to make your shopping experience easier. Most browsers are automatically set up to accept cookies.

Can a Gift Voucher be refunded?Gift vouchers cannot be refunded.

Why has my bank card been declined?You will have to contact your bank to find out why your card has been declined.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?Whilst we endeavour to ensure all orders are processed correctly unfortunately some mistakes go under the radar. In this case our system showed available stock when you placed the order, but when our warehouse went to process the item for you there was no stock available. In this rare instance we have to cancel the item from the order and we obviously will not charge you for the item/will refund you if charges have been made. If you would like to see if the item is coming back in stock please email us at info@unrealfur.com.au.

Can I use more than one discount offer on an order?Unfortunately our promotions cannot be used in conjunction with any other offer. You can only use one 15% off voucher for the first time you make a purchase with our website.

***Any discount code applicable at our checkout will NOT be eligible for use on an item that is already on sale***

How do I remove my details from your mailing list?To remove yourself off our mailing list and no longer receive our newsletters with information, offers and promotions, simply click the unsubscribe link at the bottom of the newsletter email.If you are having any difficulties unsubscribing please contact us at info@unrealfur.com.au

I have a business enquiry, how do I contact you?Please proceed to the “Contact Us” page both located on the Top and Bottom bars of the website. Once on the “Contact Us” page, please select “Wholesale Enquiry” from the drop down box and fill in your message.Business enquiries can take up to 48 hours to respond.

Have you checked our FAQs and still not found the answer to your question? Please feel free to email us at info@unrealfur.com.au and we will get back to you shortly. Please rest assured, there are people behind the screens, and your questions will be answered!